QANTAS, that’s just shoddy
Ok (whilst I’m on my soap box) I’ve just tried to redeem a rescheduled flight to Adelaide. What? I’m a month or so over 12 months since I first booked it, so the flight is lost. $250 down the drain! QANTAS - YOU’VE GOT MY EMAIL ADDRESS. How about a courtesy email 2 months before it’s expiry date saying “Dear Sir, don’t forget your rescheduled flight expires in 2 months”. But no. Silence. I’d love to know the figures on how much they save with this customer non-service.
December 4th, 2007 at 8:03 am
Unfortunately I don’t really think it’s their responsibility to do so. Yes it would be good customer service but I would prefer they concentrate on better on flight service, faster times and cheaper prices. It would be simple enough for you to setup your own reminder’s at google calendar, paper calendar, outlook etc.
It’s people like you who perhaps make it cheaper for others who are on the ball with this type of thing. I suppose there is a reason for a personal assistant’s.
I like this post on another blog as well http://doubleblind.ca/2007/12/03/why-gift-cards-are-good-profit-generators/
Does virgin blue give reminder notices?
December 4th, 2007 at 9:51 am
Agreed. It’s not their responsibility. But this sort of courtesy reminder would not be hard for QANTAS to automate. Good customer service is about *helping* your customers where you can, and in this instance QANTAS could have helped me. They didn’t.
And as you point out, it’s in their interest not to. With APPLEBOX, we have extension fees when a DVD isn’t back by it’s return date. I would rather remind everyone by SMS or email the day it’s due back (and this is on my task list), to save them a possible additional cost. Or should I just sit on a profit motive, keep quiet and state its not my responsibility?
Does virgin blue give reminders? I couldn’t say. Probably not.
December 4th, 2007 at 11:31 am
I agree that it’s not their responsibility, but also agree with Simon that it is a courtesy option that would surely work wonders in improving the reputation of QANTAS.
In my business I work on the general rule that being pro-active in small areas results in big rewards in others. For example, I encourage my staff to make phone calls to customers waiting to collect orders even if their goods have not yet arrived. Doubtless the customer will call anyway, so why not get in first? A customer who has a good experience will tell one other person about it. A customer who has a bad experience will tell ten people about it. A small time or financial outlay to put in a system whereby customers are ultimately kept happy has a far better result for the business than otherwise. I would rather put time, effort and finance into achieving this rather than a reputation as being solely profit focused.